Customer Service Representative
Part-Time
River Valley Veterinary Services is excited to add to our front desk team! Our new team member will be a dedicated pet owner that prefers high quality vet care for their pets, has excellent phone, computer and customer service skills, plus the ability to multi task at a brisk pace. Schedule flexibility is important as shifts can start as early as 6:45 a.m. and can end as late as 6:00 p.m., with a minimum of two Saturday morning shifts per month. This is a part-time position between 20 and 30 hours per week and offers fantastic benefits that include a generous 401k match, short term disability, pet vet discount, profit sharing, uniform allowance, CE allowance, PTO, and more. Previous veterinary clinic experience is helpful. We are AAHA accredited and are known for our excellent care of pets and their families as relationships are very important to us.
RVVS Core Values
- Professionalism – We value Professionalism. We treat each other with respect. We work together as a team to hold each other accountable to deliver a high standard of care.
- Empathy – We value Empathy. We show understanding, compassion and kindness toward each other, our clients, and their pets.
- Trust – We value Trust. We build trusting relationships through honest communication, hold an open-mind, and stand by our commitments through our words and our actions.
General Purpose: CSRs are responsible for answering phones, greeting clients; and are the first impression as clients come in the building or call on the phone. We are the advocate for the client. Our responsibilities include greet clients and pets when they come through the door, assist them throughout their entire appointment, check out and assist with any follow up appointments, purchases, and payment collection. CSRs answer phones and help clients by scheduling their appointments, answering their questions or directing them to the appropriate person who can help them. CSRs are also responsible for opening and closing the building, including closing the books.
Essential Functions
- Cordially greet arriving clients and patients, when on the phone, acknowledge the arrival of people in the reception area with eye contact
- Provide clients with accurate and thorough information about all over-the-counter products. Understand and explain internal and external parasite products as well as diets, dental products and behavior management tools.
- Keep the reception area clean and organized by dusting, picking up trash, and organizing the work area.
- Restock office supplies and products in the retail and pharmacy areas
- Establish and/or maintain a list of depleted office supplies, handouts, and medical-record supplies. Order replacement supplies or request that the office manager do so
- Keep forms, brochures, and handouts neatly stocked and readily available to share with clients
- Monitor patients’ behaviors and note potentially aggressive behaviors. Use caution when handling aggressive or potentially aggressive pets. Request assistance when needed
- Answer incoming calls and address the needs of the caller
- Smile and maintain an even, friendly demeanor while on the job
- Provide basic grief counseling and arrange for more in-depth counseling for clients in need. Always be sensitive to background chatter or conversations that could exacerbate the anxieties and grief clients experience during euthanasia’s or deaths of their pets
- Provide support to the back of the house, Technicians and DVM’s as needed and requested
Check for and enter medical updates (spay/neuter status, immunization status, microchip number) in patients’ medical records
Prep all incoming appointments per clinic protocol
- Assist other employees as needed, and or during slow periods. Take over for colleagues when they are called away to another priority
- Maintain strict confidentiality regarding clients and patients for whom the practice provides veterinary services
- Be prepared to handle any facility emergency that may arise, including facility fire or weather-related emergencies. Follow contingency plans
- Follow established closing procedures to ensure the security of patients, staff, data, revenue, inventory, and the facility
Knowledge, Skills and Abilities
- Interpersonal skills necessary in order to effectively and courteously manage interactions with callers, clients, and with a variety of clinic personnel
- Analytical skills necessary in order to schedule return appointments and laboratory and radiology orders, and prepare routine schedule and reports
- Ability to concentrate and pay close attention to detail when reviewing patient data in computer system, entering appointments and so forth
- Knowledge of facility and surrounding facilities to assist or direct patients to other locations.
Enthusiasm for learning new skills
Excellent verbal communication skills
Education: High-school degree
Experience: 1-2 years of experience as a receptionist or customer service or a similarly related field
Working Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Work environment: for the most part, ambient room temperatures, lighting and traditional equipment as found in a typical animal hospital and office environment
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ability to lift a minimum of 50 pounds with or without assistance on an occasional to frequent basis.
Physical activities include but are not limited to sitting for longer periods of time, keyboard and phone use, bending, stooping, lifting, climbing, carrying, walking and/or reaching on a frequent basis.
Proper lifting and safety techniques required.
Ability and willingness to follow OSHA, AAHA and River Valley Veterinary Service standards and rules
Job Type: Part-time
Salary: $15.00 – $17.00 per hour
Expected hours: 20 – 30 per week
Benefits
- 401(k)
- Paid Time Off
- Uniform Allowance
- Continuing Education
- Pet Vet Discount
